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Engaged Employees Create Satisfied Customers

Scrooge might not like this finding, but happy employees create satisfied customers. After looking at results from more than 300 customer satisfaction and employee feedback programs, the results are...

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Employee Surveys: Let’s Get Online!

About 10+ years ago hospitality companies began to conduct employee engagement surveys.  At that time they were all paper based.  Today more and more hotels, restaurants and casinos are having their...

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Contagion Theory and Fun at Work

At Market Metrix we have made ground-breaking work in researching emotions and the emotions that matter most. We measure emotions of employees that lead to prolonged tenure and productivity and...

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Time to stop taking hospitality workers for granted

The last six years or so have been rough for the hospitality industry in many ways, but one consolation has been less labor churn.  Market Metrix Secure Employee scores have been exceptionally high...

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Overpaid CEOs Out, Motivated Employees In (Part 1)

Companies are struggling to improve profitability by cutting expenses, copying competitors, replacing CEOs, and hiring expensive consultants. Unfortunately, most of these efforts have failed to pay...

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Overpaid CEOs Out, Motivated Employees In (Part 2)

Forward thinking companies understand that engaged employees are created, not recruited. And that it’s the company’s job to engage employees.  More hospitality companies are making their businesses...

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The 3 Parts to Customer Satisfaction

The great thing about a tricycle is that it doesn’t tip over. Just ask any three-year old. The combination of three brings powerful balance – three legs of a stool, three primary colors, three parts...

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Yesterday’s Progress and Tomorrow’s Promise

So much has changed in the world of customer satisfaction.  Customer advocacy has become a dominant force.  Guests want greater personalization and flexibility.  Word-of-mouth is gaining influence and...

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Chaos and Control

Getting the most from your structured and unstructured data. The biggest source of hospitality customer feedback isn’t being used much, at least not yet. Experts at Gartner, Forrester and IDC estimate...

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